Teleperformance

Agent: Feb 2020 to April 2020

Support Administration: May 2020 to Sept 2021

Trainer: Sept 2021 to Aug 2023

As a Trainer I acheived:

• Trained 150 agents over 2 years remotely in Manila and across Canada
• 92% retention of agents to production
• 85% adherence of agents to KPI in 60 days
• Improved soft skills of agents in Manila and across Canada exceeding client KPI by 10%+
• Creation of materials to train agents, supervisors and trainers
• Left the company to pursue a new career direction

Teleperformance is a 3rd party provider of contact center services for some of the largest companies across the world. I started as an agent and within a year was recognized for my work, leadership, and soft skills and promoted to Trainer.

The Gap

Student and Helping Family

August 2017 to Nov 2019

During this time:

• 100% grade in my class in C#
• Removal of over 100 inoperable cars
• Removal of $60,000 of steel parts that were stored in 7 truck bodies and had to be moved to a metal bin
• Removal of all chemicals that are associated with auto-mechanics to an authorized disposal site
• Returned the site to the landlord meeting all criteria
• Started my Journey in JavaScript creating Legend of the 9 Swords

Due to an older family member having an accident, that was luckily not debilitating, they decided it was time to retire. The issue being that there was 30 years of accumulated auto-parts and cars that had to be removed from the leased land. I was principle in seeing this accomplished during the day while attending class in C# at Centennial College at the progress Campus at night.

Gatestone & Co.

Floor Supervisor - Shomi Member services: Oct 2015 to Nov 2016

As the Floor Supervisor I led my team to acheive:

• Quality adherence above 80%
• A drop in escalated cases by 65% within 2 months and 95% by the 6 month mark despite other platforms coming online.
• Training of the second supervisor and the two Team Leads.
• Awarded best in Customer Service in North America by the CCW Customer Contact week for best outsourced Contact Center

Gatestone & Co. is a 3rd party contact center normally specializing in debt collection services. The company had managed to negotiate a contract with the streaming platform Shomi. We were to provide technical and billing support across Phone, Social and Chat. Despite the supervisor position being earmarked for internal transfers the client chose me to to be the lead supervisor for Shomi member services. Due to my cross-platform knowledge and technical expertise gained across previous roles.